Review Time
Defective product and no practical solution for international customers(case 1290631)
I purchased a pair of Scarosso sneakers while traveling in the United States. When I opened the box, I immediately noticed the product was defective. I contacted customer support, provided photos and all the details, but the only solution offered was to return the product within the U.S. and place a new order.
This is simply impossible in my situation.
I am already back in Brazil, and I do not have the option to return to the U.S. or manage a return from another country.
Shipping a defective item from Brazil to the U.S. is extremely expensive, and any replacement sent to Brazil would be subject to high import taxes and complex customs procedures, costing far more than the product itself.
Despite explaining this clearly, Scarosso did not offer any reasonable alternative such as a refund, or sending a replacement to Brazil at their expense.
I am now left with a defective premium product and no support from the brand.
Very disappointing experience.
I do not recommend Scarosso .
Review: Dear Scarosso Team,
Your response is extremely disappointing.
The defect is clearly visible in the photos I provided. Pretending that an internal inspection is required to acknowledge an obvious manufacturing error is simply a bureaucratic excuse to avoid responsibility. Any basic visual check confirms the stitching issue — it is not a matter of opinion.
Expecting the customer to pay international shipping that exceeds the value of the product, just so your team can “verify” what is already evident, is unacceptable. This approach shifts the entire burden of your production mistake onto the customer, which is not compatible with the standards of a brand that claims to offer quality and service.
I am not in the United States at the moment, and I will not absorb the cost of sending a defective product back internationally. No serious company treats customers this way.
I request that you reassess this case and provide a real solution, not a procedural deflection.
Defective product and no practical solution for international customers(case 1290631)I purchased a pair of Scarosso sneakers while traveling in the United States. When I opened the box, I immediately noticed the product was defective. I contacted customer support, provided photos and all the details, but the only solution offered was to return the product within the U.S. and place a new order.This is simply impossible in my situation.I am already back in Brazil, and I do not have the option to return to the U.S. or manage a return from another country.Shipping a defective item from Brazil to the U.S. is extremely expensive, and any replacement sent to Brazil would be subject to high import taxes and complex customs procedures, costing far more than the product itself.Despite explaining this clearly, Scarosso did not offer any reasonable alternative such as a refund, or sending a replacement to Brazil at their expense.I am now left with a defective premium product and no support from the brand.Very disappointing experience.I do not recommend Scarosso .Review: Dear Scarosso Team,Your response is extremely disappointing.The defect is clearly visible in the photos I provided. Pretending that an internal inspection is required to acknowledge an obvious manufacturing error is simply a bureaucratic excuse to avoid responsibility. Any basic visual check confirms the stitching issue — it is not a matter of opinion.Expecting the customer to pay international shipping that exceeds the value of the product, just so your team can “verify” what is already evident, is unacceptable. This approach shifts the entire burden of your production mistake onto the customer, which is not compatible with the standards of a brand that claims to offer quality and service.I am not in the United States at the moment, and I will not absorb the cost of sending a defective product back internationally. No serious company treats customers this way.I request that you reassess this case and provide a real solution, not a procedural deflection.
I was a huge fan of the brand’s styles as they interpret classic shoewear in a modern way. Unfortunately, I’m not going to order from them again, as the way they deal with returns that happen because products are of unsatisfactory quality, is just not up to the standard of their products prices. I ordered a pair of sandals which started falling apart after a couple of days. I contacted them and hoped to either receive a small discount so I could live with the inlay that was peeling off or they would just send me a new pair. Instead, the only offer I received was to bring a new pair of shoes to a cobbler and that Scarosso will pay up to 40€. I’m clearly not investing my time to repair a new, faulty product. Thus, after they told me they’d send my claim to the respective department I had to contact them again after weeks to insist on a return. They told me that it’s not a solution they can provide and instead they are now offering an in house repair which will take up to 5 weeks. Remember, I bought a brand new product that had flaws almost immediately and they give me the feeling that they don’t care as they are not willing to provide a customer friendly solution. For an expensive, quality Italian brand this is unacceptable. Unfortunately, I’m not going to order anything again although is like the styles as I said before.
Customer service is garbage. Can't cancel your order, can't change your order before it's even shipped. After you return your item, like it's actually at their warehouse it's take more than 15 days for them to start the shipping process.Oh and they can't apply discounts to your item for sales that they run if you didn't enter the coupon code directly at time of purchase.Completely useless company for what your paying them. Won't buy again
Amazing… better than Farfetch and even Mytheresa… seriously, order was shipped and delivered within 24 hours, I live in Cyprus and I have never experienced a faster delivery. Besides! My size exchange went smoothly as well, customer care is incredible! The quality standards are so high, I was pleasantly surprised. Nowadays at this price range it’s so difficult to receive a quality product! Packaging felt luxurious, Loro piano level without exaggerating! I’m your loyal customer from now on :)
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Scarosso S.r.l. is an Italian luxury footwear brand headquartered in Milan, Italy. They primarily manufacture their products in the heart of Italy, specifically in Montegranaro, Marche.
Scarosso product portfolio includes a wide variety of meticulously handcrafted shoes and accessories for men and women, all thoughtfully designed to offer a contemporary interpretation of timeless classics.See more
